UtilitiesADR is an Alternative Dispute Resolution (ADR) scheme which helps resolve disputes about ‘non-regulated’ matters between consumers, non-microbusinesses and utility providers.
Purpose and scope:
The main purpose of UtilitiesADR scheme is:
- a) The receipt and handling of unresolved disputes that fall within jurisdiction as defined within these Scheme Rules (“Complaints”), in relation to companies that are a member of UtilitiesADR (“Members”);
- b) The resolution, settlement and/or withdrawal of Complaints or disputes between Members and any of their customers;
- c) Where appropriate, to administer remedies and provide redress in relation to Complaints between Members and their customers;
- d) Where appropriate to make recommendations to Members about their policies, procedures or the provision of services.
UtilitiesADR is set up as a limited by guarantee company and has three parts to its structure:
- UtilitiesADR Office (administration and Complaint handlers)
b. The Office of the Adjudicator
c. UtilitiesADR Standards Board
Complaints start and finish with the Adjudicator. In his decisions, he is impartial and independent of UtilitiesADR Office, UtilitiesADR Standards Board and all outside influences.
Integrity and Independence
Our independent status is at the heart of everything that we do, as is our commitment to openness, honesty and integrity and we recognise the importance of this to everyone that relies on our services.
Independent Standards Board (“Board”)
To help preserve our independence and provide an invaluable set of checks and balances on our work, The Board acts to regulate how we operate. All board members share our vision of inspiring complainant confidence and raising industry standards and do so on a voluntary basis.
The Board regularly reviews a cross section of our adjudications, to ensure they are both fair and reasonable. It also oversees our rules, practices and procedures.
The Board is governed by the Board Constitution.
We deal with disputes in the following sectors:
UtilitiesADR was initially funded by a working capital loan provided by DDRT Limited, a company connected to Dean Dunham and Robin Tucker. This facility has now been paid in full.
UtilitiesADR is now funded exclusively via annual membership fees and complaint handling fees paid by member traders and those traders that chose to engage on a complaint by complaint basis.